Stellar Support Plan

1
Stellar Support Plan

• May 28, 2002

2
Stellar Support Planning Team

• Nina Davis-Millis
• Jean Foster
• Peter Hess
• Katie Livingston Vale
• Mark Van Dyke
• Al Willis
• Esther Yanow

3
Stellar Support Planning Team

• Began meeting last fall
• Inventoried needs from Help Desk, Libraries,
  Academic Computing,AMPS, RCCs and other support
  groups

4
Support Plan, v.1

• Identified support needs based on customer
  audience faculty or student
• Covered promotion, training, documentation,
  technical support and feedback
• Drafted list of action items for Stellar
  developers

5
Promotion

• Faculty IAP talks, newsletter articles,
  Spotlight, Crosstalk, mailings, outreach
  activities
• Students via classes, online Course Bulletin

6
Training

• Faculty Online tutorial/documentation
• Faculty One on one by FLs, AMPS staff
• Potentially a Quick Start class if needed
• Students Perhaps a Quick Start class in fall,
  but so far they are readers and not authors

7
Documentation

• Esther Yanow and Janet Littell wrote online user
  guide that is linked into Stellar
• Plan to create FAQ from Casetracker logs but no
  problems have been reported yet
• Additional documentation as needed

8
Technical Support and Problem Escalation

• Stellar.mit.edu has a course request form for
  classes and lists
• Customers can choose looks for the pages, and
  AMPS will create/add departmental logos as needed
• Documentation covers browser, plug-in,
  certificate and helper app issues

9
Technical Support and Problem Escalation

• Currently all Stellar management (creating
  courses, adding users) is done manually. Craig is
  creating a set of tools to automate this and
  allow consultants to check and report on problems
• Once this has been done well establish processes
  for FLs, Help Desk, other groups

10
To Do List

• Prioritized list of Stellar enhancements
• Craig is working on support and integration
  tools SMA FLs will try these in July. Rollout to
  other support groups in August
• Support Planning Team in holding pattern until
  this happens